The auto manufacturing enterprises are shifting from the business model of focusing on productivity and bulk products export to the model of driving R&D and production in the upstream industry chain, offering auto products and services and satisfying customer demands through customers and sales services channel.
Some JVs introduce CRM system at great expenses while other auto enterprises just introduce or customize and develop exclusive systems in products sales services in line with their own sales and services control strategy without a personalized sales and services application support platform, which severely constrains the enhancement of core corporate competitiveness.
Various advanced IT technologies are adopted such as Call Center based on IP Communications IP/TV of video flow and secure distance access to build a new sales and services management support platform with customers at its core and quick response and coordination so as to offer high-value services:
- Customers Interconnection Network can offer customers' records and product data to employees and Call Center so as to response in a faster and wiser, more economic and effective way to improve customers loyalty and retention rate;
- Service & Engineers can solve problems for customers via visible Call Center environment so as to improve customer satisfaction and reduce services support costs;
- Real-time access of product information and customer information through customers interconnection network, sales staff as well as channels, POS and outlets; sales staff can improve sales efficiency, shorten sales cycle and improve profitability through online training on new products and new tools via VPN.
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